Canadians are getting bad advice from the taxman

An auditor has found that Canadians are getting bad advice from the taxman, when they can get through

Canadians are all too often getting a busy signal or a message to hang up and try back later when they try to contact the taxman by telephone, says the federal auditor general’s latest report to Parliament.

And when they do get through to the Canada Revenue Agency call centre, the report says they are getting bad information more often than the agency has been willing to admit publicly.

The agency has boasted that 90 per cent of callers are able to connect when they reach out for service either through a telephone self-service centre or by speaking to a call centre agent.

But that doesn’t take into account the fact that, on average, a taxpayer has to call about four times in a week just to get through to the agency, or the fact that more than half of the calls are blocked outright due to volume, said auditor general Michael Ferguson.

“We found that the agency’s numbers didn’t account for the 29 million calls it blocked in a year — more than half of its total call volume,” Ferguson said.

“Those calls either get a busy signal, a message to visit the agency’s website, or a message to call back later.”

Overall, only 36 per cent of calls to the tax agency were able to connect, said the report.

“Based on our tests — and those done by others — we found that the Canada Revenue Agency gave taxpayers wrong answers to their questions almost 30 per cent of the time,” said Ferguson.

“This rate is significantly higher than the roughly six and a half per cent error rate estimated by the agency.”

In its written response to the report, the government said it agreed on the need to improve the accuracy of information provided to taxpayers.

To that end, the CRA said it will launch a new system early next year for training its call centre agents.

It also acknowledged that its current call centre technology is “outdated” and will be upgraded.

Terry Pedwell, The Canadian Press

Like us on Facebook and follow us on Twitter.

Just Posted

Drugs and guns seized by Chilliwack Mounties in complex case

Drug trafficking investigations led to five arrests in three different locations across Chilliwack

Chilliwack RCMP trying to catch robbery suspect

Police hope someone will identify the person who appears in security camera footage

Chilliwack churns out new generation of wildfire fighters

School district partners with B.C. Wildfire Service to prep Grade 12s for careers

Bucket-list flight for Chilliwack grandmother

Hampton House resident treated to a beautiful plane ride in Moments that Matter

UFV introduces first mindfulness graduate program in Canada

Most of the University of the Fraser Valley program is offered online

VIDEO: UPDATE: Stolen Bentley nearly causes crash going wrong way on Coquihalla

Owner of Bentley says the vehicle was stolen Thursday and he wants it back

WestJet sticking with Boeing 737 Max once planes certified to fly

WestJet had expected to add two more of the planes this year to increase its fleet to 13

Motorcyclist dies after three-vehicle crash on old Island Highway

Accident happened at 12:15 p.m. Friday near Country Club Centre in Nanaimo

B.C. driver caught going 207 km/h on motorcycle along Okanagan Highway

A motorcyclist was caught by Kelowna RCMP going 207 km/h on Highway 97C

Protective human chain forms around B.C. mosque for Friday prayer

Vancouver Islanders stand arm-in-arm to show support in aftermath of New Zealand shootings

WATCH: Popular Glow festival faces cancellation in dispute over farm land

Langley’s Darvonda Nurseries received a compliance assessment notice from the ALC on March 5.

B.C. fire department offers tips to keep your home safe during wildfire season

With wildfire season getting closer, the Penticton Fire Dept. offer tips to keep your home safe

South Surrey mother guilty of second-degree murder in death of daughter

Lisa Batstone killed eight-year-old Teagan in December 2014

Fierce house cat spotted as ‘aggressor’ in face off with coyote in B.C. backyard

North Vancouver resident Norm Lee captures orange cat versus coyote in backyard showdown

Most Read